Business Profile

Telecommunications

Metronet

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Metronet's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

322 total complaints in the last 3 years.
110 complaints closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/15/2024
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Metro net was installing cable lines and damaged my driveway they have repaired it twice , but the people they getting to do the work are not a reputable company . I contacted **** ********* the construction manager and he said they sent him pictures and it looked good and they will not be doing anything else to it. It's very sloppy work with chipping, uneven walking surface, expansion joins not correct, i have picture frame on the sides they just did a rough finish.I have had to cancel two events because of safety concerns .It's void on the right side starting to crack in have because they didn't compact the dirt before they replaced the concrete. In closing i just had the driveway put in. two years ago now i have to live with a new driveway looking like this and affecting the value of my house.
Business Response
Date: 07/17/2024
Thank you for forwarding Mr. *****’s concerns. Metronet is committed to building our infrastructure in a safe and responsible manner, and we apologize to Mr. ***** for the complications experienced due to outside contractors. The parties involved in this matter have attempted to work together toward an amicable resolution but have been unsuccessful.

Should Mr. ***** wish continue discussing this matter, we kindly invite him to contact our Customer Service Department at ************.
Business Response
Date: 07/17/2024
Thank you for forwarding Mr. *****’s concerns. Metronet is committed to building our infrastructure in a safe and responsible manner, and we apologize to Mr. ***** for the complications experienced due to outside contractors. The parties involved in this matter have attempted to work together toward an amicable resolution but have been unsuccessful.

Should Mr. ***** wish continue discussing this matter, we kindly invite him to contact our Customer Service Department at ************.
Customer Answer
Date: 07/21/2024
The reason is because the ticket will go to **** ********* and he told me they were not going to do anything else. I have a voicemail from him saying two different things first he said he came and looked then he said the workers said it looked good and sent him pictures. Now I’m in a situation where if someone trips and falls I will be held accountable for the work they did incorrectly.
Customer Answer
Date: 07/21/2024
The reason is because the ticket will go to **** ********* and he told me they were not going to do anything else. I have a voicemail from him saying two different things first he said he came and looked then he said the workers said it looked good and sent him pictures. Now I’m in a situation where if someone trips and falls I will be held accountable for the work they did incorrectly.
Business Response
Date: 07/22/2024
Thank you for forwarding Mr. *****’s concerns. Metronet is committed to building our infrastructure in a safe and responsible manner, and we apologize to Mr. ***** for the complications experienced due to outside contractors. The parties involved in this matter have attempted to work together toward an amicable resolution but have been unsuccessful.

Should Mr. ***** wish continue discussing this matter, we kindly invite him to contact our Customer Service Department at ************.
Business Response
Date: 07/22/2024
Thank you for forwarding Mr. *****’s concerns. Metronet is committed to building our infrastructure in a safe and responsible manner, and we apologize to Mr. ***** for the complications experienced due to outside contractors. The parties involved in this matter have attempted to work together toward an amicable resolution but have been unsuccessful.

Should Mr. ***** wish continue discussing this matter, we kindly invite him to contact our Customer Service Department at ************.
Customer Answer
Date: 07/22/2024

Complaint: ********

I am rejecting this response because:

Sincerely,

******* ***** I called and just like before I have to put in a ticket #cc-***** so this will be my 4th ticket and it’s getting me no where.
Customer Answer
Date: 07/22/2024

Complaint: ********

I am rejecting this response because:

Sincerely,

******* ***** I called and just like before I have to put in a ticket #cc-***** so this will be my 4th ticket and it’s getting me no where.
Initial Complaint
Date:07/09/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The crew installing fiber atin ****** FL ***** is ridiculous. They didn’t wait for surveyors, struck a water line caused massive damage. Shut down the whole street for a day. Damaged my apron to my drive way on both sides by cracking it. While working they threw trash and blue solo cups all over my yard. Now they are digging in my grass. On my side of the side walk close to my home. When the crew was asked to stop, no one speaks English and no boss on site. This is invasion.
Business Response
Date: 07/09/2024

We appreciate ** ******* bringing this concern to our attention. In order to better investigate and determine next steps, we are asking for the pertinent address so we may further review and investigate. If there are questions or if they would like to discuss further, we invite them to contact us at ************.
Initial Complaint
Date:07/07/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
So first and foremost I literally cancelled this service at the end of January 2024. 2 reasons why I cancelled. #1 We moved to a new place where metronet did not service so why in the WORLD would I keep this service. #2 and most important my husband had just been diagnosed with ******* ******** cancer and we wer literally in hospital on and off for 4 months. I know I cancelled when I found out we were moving where they didn’t cover. I am very very upset!!!! I have talked to customer service at least 4 times trying to resolve this issue. They would not even give me a $200 gift card that they pushed to get new customers because they said I cancelled service to soon. Also sent every bit of equipment back through UPS. I’m already going through hell with my husbands cancer and now being the only provider making $14.50 an hour now I find out they have took out over $430 since February. I am so very upset. Big corporations don’t give a damn about what anyone goes through in life!!!!!! I would never ever even think about using metronet ever again. I will also make sure ALL my friends and family know this truth. Please have a heart and do the right thing and give me back what is mine.
Business Response
Date: 07/17/2024

Thank you for passing along the concerns expressed by Mrs. *******, and we apologize for the issues described in the complaint. The outstanding balance on the account has been adjusted at this time. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.
Initial Complaint
Date:07/01/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We discontinued Metronet internet service in December 2023 and returned all the equipment then but Metronet keeps sending us letters with past due amount for the equipment and after several phone call with each phone call the representative stating the this account is taken care of we continue to get the letters from them with most recent letter dated June 17 2024 asking us again to pay the past due amount by June 30 th 2024 or they will get the debt collection agency involved and the letter also states that this action will severely affect our credit rating. This has truly been a frustrating experience.
Business Response
Date: 07/08/2024

Thank you for passing along the concerns expressed by ******* ******* and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.
Customer Answer
Date: 07/09/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *******
Initial Complaint
Date:06/27/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 26, 2024 at approximately 3:30 PM EST our internet service went down AGAIN! This has been happening more and more frequently. I rely very heavily on reliable internet service to perform my work with my employer. I do not have an office that I can go to and must do 100% of my work from home. In the last month I have lost over 12 hours of work/PTO time due to Metronet service being unavailable. I called and spoke with a representative today to cancel my service and I am now being asked to dismantle my equipment and take it to a UPS store (which by the way is NOT local to me) to return THEIR equipment. However, over the last several years (been a customer since 2015), I've been paying for technician services but yet they cannot send a tech to my house to uninstall THEIR equipment. Not only that, I was only offered a $50 credit for service interruption. That doesn't not even come close to covering the 12 hours of WORK I lost AND I'm having to do the job of a technician at no cost to Metronet. They are falsely advertising reliable service when it is not reliable at all! Their compensation is laughable and a slap in the face to long-time customers. I'd really hate to see how you treat elderly folks. I would not recommend this company to even my worst enemy. I'm absolutely appalled at the business practices that this company continuously gets away with. How and why are they not being reported to the FTC????? They clearly do not provide the level of service that we pay for, especially when they are continuously raising prices. The amount of money I pay each month for low-quality service is unacceptable!
Business Response
Date: 07/02/2024

Thank you for passing along the concerns expressed by Mrs. ****** and we apologize for any inconvenience. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.
Customer Answer
Date: 07/07/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ******
Initial Complaint
Date:06/27/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Metronet installed a fiber optics box in our fully fenced in back yard called a "flower box". 10-12 customers are hooked up to this box for fiber optics. We have a 6ft privacy fence surrounding our backyard with a gate that has a lock. We requested Metronet provide us a 24 hour notice before entering our property to access this box.

On Friday 6/21/2024, I came home to find our gate wide open and a contractor in our neighbors yard. I asked why we didn't recieve a 24 hour notice and was told a supervisor would contact us. I then contacted Metronet on 6/21/2024 at 1:03pm & was told a supervisor would contact me. I never recieved a phone call. So, I called again at 4:50pm and was advised again a supervisor would contact
me within 24/48 hours. Metronet failed to contact me. I called Metronet for a third time Wednesday 6/26/2024 at 11:14am & was informed my request to speake with a supervisor would be escalated and someone would contact me. A second contractor jumped my fence on 6/26/2024 again without a 24hr notice to access the box. Therefore I made a fourth phone call to metronet, requesting to speak with a supervisor with no luck.

I have 3 small children. For saftey purposes I can't have contractors enter our backyard without a notice. I cant have a contractor enter our back yard unknowingly and leave a gate wide open for a child to get out into the front and hit by a car. For saftey purposes contractors can't just hop a fence to enter a property. I cant have a contractor jumped my fence, get hurt and try to hold me responsible. I cant have a contractor jump my fence and get bitten by a dog. I won't risk the saftey of myself, my husband or my children due to the negligence of Metronet or it's affiliates.

I have contacted the City of ****** as well as the ****** police department.

I demand a 24 hour notice before Metronet or it's contractors enter my property.
Business Response
Date: 07/01/2024

Thank you for forwarding Mrs. ****'s concerns and we apologize for any inconveniences they may have experienced. We have spoke with them to discuss this matter and consider this matter resolved. Should they wish to discuss this matter further, we kindly invite them to contact our Customer Service Department at ************ should there be any additional concerns.
Customer Answer
Date: 07/02/2024

Complaint: ********

I am rejecting this response because: A supervisor from Metronet has NEVER contacted my husband or I. The response above from Metronet is 100% false. I would like Metronet to call me ASAP. I also demand a 24 hour notice before Metronet or it's affiliates enter our property.

Sincerely,

******** ****
Business Response
Date: 07/11/2024

Thank you for passing along the concerns expressed by Mrs. ****, and we apologize for any inconveniences they may have experienced. In efforts to reach an amicable resolution, Metronet is working directly with them to address the concerns mentioned in this complaint.

As always, they may contact us directly at ************ should there be any additional concerns.
Customer Answer
Date: 07/12/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** ****
Initial Complaint
Date:06/20/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up for this service because they were offering a promotion for a 200 Visa gift card. The fine print said you have to not have any late payments to receive it. I have never been late on my bill, then I received the email below filled out my information and then waited the 60 days as I got the email Feb 13th. Today is now June 20th, I've tried to email them, call them and contact them through text and they still have not resolved this issue.
Business Response
Date: 06/21/2024

Thank you for passing along the concerns expressed by ******* and we apologize for any delay. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.
Customer Answer
Date: 06/24/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ****
Initial Complaint
Date:06/20/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In Dec of 2023, Metronet installed a line, but drilled through our gas line. Had to pay 283.38 to local gas provide to have line repaired. Filed detailed report to Metronet with photos and invoice. They sent a field supervisor, ***** ******* to assess, who confirmed the damage and assured us we would be reimbursed. I have called Metronet at least 12 times, spoke with *****, ********, ******, ********, ***** - just to name a few. Always assured they have all info, that we should be reimbursed, and someone will contact us including Bill - the supervisor of ***** *******. No one ever contacts us, we have not been reimbursed - do not know where to turn for assistance.... ***** ******* told us the technician would be billed for the damage since they are independent contractors, but if he did not pay, that Metronet would. Have tried to contact ***** *******, but his phone mailbox is always full - I have spent hours and hours trying to get this resolved... It has been over 6 months now. Our ticket number from Metronet is FOM-******
Business Response
Date: 07/02/2024

Thank you for forwarding Mrs. *****'s concerns and we apologize for any inconveniences they may have experienced. We have attempted to contact them to discuss this matter but have been unsuccessful. Should they wish to discuss this matter further, we kindly invite them to return our call, or contact our Customer Service Department at ************ should there be any additional concerns.
Initial Complaint
Date:06/13/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Metronet is a Fiber Optic Cable provider (internet, tv). Utilizing their service requires a hardwire to be run to the home. I have a been a customer of theirs for several years and recently a landscape company inadvertently cut the Metronet cable that was buried in my yard. On May 19, Metronet replaced the damage wire with a new one. The process for a replacement wire is that following the replacement of a new wire, a contracted company would then come out to bury said wire within 10-14 business days. In the meantime, the wire lays, exposed on the top of the yard. This creates a trip hazard as well as increasing the probability of repeated damage. Today is June 12, 17 business days since the wire was replaced and it has still not been properly buried. I reached out to Metronet on June 7 to advise them that it had been 14 days since installation and to ask when I should expect a burial date. I was told I would receive a call back within 2 business days with an estimate (This was never received). My ask of the Better Business Bureau would be to hold Metronet accountable to the commitments they make to their customers and insist this line is buried immediately to prevent potential trip hazard and to ensure there is no service disruption due to damage. Please help!
Business Response
Date: 06/21/2024

Thank you for passing along the concerns expressed by ***** and we apologize for any delay. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.
Initial Complaint
Date:06/12/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I upgraded my internet from 1 gig to 2 gigs under a promotion that advertised 89.95/month for 12 months, then $99.95/month for 12 months. However today I was billed the amount of the promotion that I agreed to (they sent me email to confirm this) and an additional $100 for prorated services that aren’t defined. I texted with customer service and they finally agreed to give me a $50/credit but I am still being charged $50 and have no idea what for.
Business Response
Date: 06/13/2024

Thank you for passing along the concerns expressed by Mrs. ******, and we apologize for the issues described in the complaint. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.
Customer Answer
Date: 06/13/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******

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Metronet is NOT a BBB Accredited Business.